The Company realizes the importance of developing the capacity of employees at all levels and therefore aims to develop organizational human resource management processes under the concept "work succeeds, people are happy" throughout their professional life with the organization. Additionally, a strategic framework for human capital development through various skills development programs are dedicated to business alliance groups, Store Business Partners, and Sub Area stores. The various professional skills mentioned include uplift skills, organizational sustainability, personal data protection law, data analysis and digital literacy through learning methods according to the 70:20:10 model, where 70 is learning through real experiences including On the Job Training (OJT) and Project Assignments, etc., 20 is learning through coaching and mentoring and 10 is learning through various training course formats including Virtual Training, E-Learning, etc. The blended learning model, where online learning is combined with classroom learning, develops employee skills required for respective jobs and capabilities to promptly adapt to emergencies, crisis, future changes, and assists with business operation progression.

Sustainable development framework for personnel skills and career opportunities

The Company realizes the significance of developing personnel skills and knowledge within the organization. Therefore, executives and employees at all levels are encouraged to revise novel working methods through training programs which provide a variety of knowledge and a learning conducive atmosphere to encourage development.

Course structure categorized according to work discipline

In raising work performance and instilling an organizational learning culture, significant actions in 2023 included the following:

Talent Management

A critical factor in developing efficiency and continuity within organizational business operations is organizational personnel potential. In recognizing the significance of developing personnel potential, the Company established guidelines and processes for managing and developing employees with high potential on a continuous basis though potential assessment, Individual Development Plans (IDP), and designated development projects for specific groups. The 70:20:10 learning and development model was used to promote advancements and reduce barriers to career growth.

In addition to direct teaching from supervisors, the Company encourages senior executives to participate in providing advice through various media formats including articles and videos, etc.

Personnel Readiness Development for Transition to Digital Platform Era

Personnel sustainability development

The Company focuses on organizational development through promoting communication and educating employees at all levels, risk and opportunities response preparations, and business operation growth in a steady and sustainable manner. In 2023, the Company provided knowledge through the E-Learning system and organize knowledge level tests to assess guidelines understanding after training. 10% of employees at all levels have passed the training.

Critical sustainability knowledge in 2023

Holistic Development

The Company promotes awareness raising among employees at all levels in the organization and emphasizes Holistic Life development through balanced physical and mental health throughout professional life with the organization. The CP ALL Holistic Development Model concept focuses on employee creation of holistic balance composed of balancing physical health, mental health, social relationships, spiritual aspects, financial aspects, and career building, etc.

In 2023, the Holistic Development course aims to strengthen each life skill dimension in a holistic and balanced way. The course provides knowledge and work motivation for employees, cultivates positive attitude and techniques to create happiness, and designs life developments through various training continuously. The mentioned training includes job creation, career creation, Happy Money & Happy Life, Ikigai, seeds of happiness cultivation and life value.

The Company simultaneously realizes the significance of employee care and retirement preparation through organizing training courses which provide relevant and necessary knowledge for employees of each age group to ensure appropriate retirement transition. This ensures the ability for adaptation to post-Company life, mind adjustments, and happy and normal living within society through the retirement life design course.

Impact and Benefits

Type of Performance Appraisal

The Company organizes systematic performance evaluation criteria, both quantitative and qualitative, under the same standards to evaluate overall organizational success. The evaluation could improve the management style of employees at all levels and achieve organizational goals in addition to doubling as a channel for communication and feedback within the ALL Perform Plus system for employee development. In 2O23, employees received annual performance evaluations through various formats as follows:

In addition, the Company realizes that the promotion and development of employee potential to the highest quality and efficiency would benefit from operational guidelines, regular two-way conversations to provide opportunities for employees to participate in setting work goals, and teamwork promotion to increase success through performance evaluations in the following format.

The Company has improved and increased employee performance evaluation efficiency to satisfy standards of the entire CP ALL Group under the ALL Perform system through collecting performance management and evaluation data in various forms. The data is integrated into a single system which includes quarterly performance evaluations, probationary evaluations, one-year assessments and potential assessments in a 360-degree format, which facilitates easier access to various assessments for all employee groups.

Employee engagement assessment

CP All understands that happy and engaged employees are a key force in making a difference and driving the organization towards sustainable success and growth. The company therefore values the opinions and suggestions of all employees and encourages them to participate in a survey to measure employee engagement, satisfaction, and well-being. The survey, which consists of 37 question engagement survey in the form of closed-ended and open-ended questions, aims to gauge employee engagement in driving the organization forward and identify areas for improvement as follows:

In 2023, the Company surveyed employee engagement and survey analysis was conducted by Dosetech Co,.ltd. The results were compared against 2022 performance to determine the various projects where performance was satisfactory and where further development is needed. To satisfy employee needs, establish strategies, and establish guidelines to enhance engagement between senior executives and each operations line representative, reviews are conducted to increase organization-wide employee participation and ultimately enable the organization to achieve stated goals.

Employee Engagement Enhancement Approach

By creating involvement with line-level executives in the operation to raise the level of employee engagement as follows:

In addition, CP All places a strong emphasis on understanding the factors that contribute to employee stress. The findings from these studies will enable the company to better address employee concerns, leading to increased employee happiness, engagement, and loyalty to the organization. To achieve this, the company has implemented the "Happiness and Stress Measurement" program, which aims to assess stress levels, identify stress triggers, and develop strategies to reduce employee stress, boost morale, and enhance job satisfaction. This initiative aligns with the company's philosophy, "We strive for smiles from customers, driven by a happy workforce." The program utilizes a combination of closed-ended and open-ended questions to gather insights into the factors that contribute to employee stress, as follows:

The company analyzes the collected data to identify strengths, weaknesses, and opportunities for improving employee engagement within the organization. This leads to the development of strategies and plans for projects related to the work environment for employees, stress management for employees, and the development of human resource care and retention policies. These initiatives aim to attract, retain, and develop high-potential employees to contribute to business outcomes, which can increase productivity, improve customer satisfaction, and help employees grow and be engaged with the organization.

Evaluate happiness and stress process

Long-Term Incentives (LTIs)

The company has designed an effective long-term incentive program which provides cash incentive variable compensation that is tied to the performance of an employee. The performance can be measured during one or multiple years with the aim of attracting and retaining talented and high-performing executives and employees to continue working with the company in the long term. It also helps employees feel more ownership of the company and motivates them to work hard to achieve the company's goals.

In 2021, the company has set Key Performance Indicators (KPIs) and targets linked to the payment of special bonuses to strike a balance between business success and sustainability (ESG), as shown in the table.

Corporate KPIs success metrics liked to the Long-Term Incentive for Employees

To ensure the company's long-term goals and strategy are achieved, starting from the baseline year of 2021, the company has deployed a long-term incentive program for employees who perform towards corporate achievements within a 5-year period. This is a key milestone towards achievements of corporate business and sustainability targets. The program involves annual monitoring and evaluation of employee performance and progress against these targets. The operational targets are individually tailored for each operation to ensure alignment with our principal company-wide targets, and each operation has assigned levels of achievement against the specific goals to the task force.

The average coefficient of special bonuses related to performance-based compensation for employees below the senior management level varies between 0% and 180%, depending on the company's performance, such as sales, number of branches, customer satisfaction, employee engagement, corporate image, and the level of achievement against the long-term goals set by the company.

Employees below the senior management level (from department manager or equivalent to general manager or equivalent) participate in the long-term incentive program at a rate of 10%.

Employee Retirement Plan Project

Transition assistance programs are provided to facilitate continued employability and the management of career endings resulting from retirement. The mentioned programs include financial benefits and welfare benefits for medical expense provisions, establishment of a retirement club, options for employees to become 7-Eleven store owners or be hired as a Company consultant. In 2022, 7 employees were hired as consultants after retirement.

Impacts and Benefits